Front Desk Agent

Grand America Hotels & Resorts•San Diego, CA

10h

About The Position

The Front Desk Agent is a primary point of contact for guests at The Westgate Hotel and supports daily front desk operations, including reservations, check-ins and check-outs, billing, guest requests, and service recovery. The role focuses on providing a seamless, welcoming guest experience while assisting with broader Guest Experience department operations, including administrative tasks, group reservation management, commission tracking, transportation coordination, and reporting. The position uses OPERA PMS to manage reservations, room assignments, guest profiles, billing, folios, and other front desk functions. The agent also coordinates with hotel departments, supports guest services and service recovery, monitors outstanding guest requests, and may assist with training new agents. Night audit support is part of the role, with at least two night audit shifts per month required. Flexible availability is required, including evenings, weekends, holidays, and overnight shifts as business needs dictate. This is an hourly, non-exempt position paying $20.00–$22.00 per hour. The posting describes the role as part-time in its opening line, although additional information later calls it full-time.

Requirements

High school diploma or equivalent.
Basic understanding of hotel reservations, billing, guest services, and front office operations.
Strong customer service and interpersonal skills.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to multitask, prioritize responsibilities, and remain composed in a fast-paced environment.
Positive attitude, professional demeanor, and a genuine desire to provide exceptional guest service.
Ability to work independently and collaboratively as part of a team.
Flexible availability, including evenings, weekends, holidays, and overnight shifts as required.
Ability to work at least two night audit shifts per month.

Nice To Haves

Hospitality or business education.
Previous front desk experience in a hotel environment.
Experience in an upscale or luxury hotel environment.
Familiarity with OPERA PMS or other hotel property management systems.
Night audit experience.

Responsibilities

Welcome guests and provide personalized, attentive service throughout their stay.
Manage guest check-ins and check-outs accurately and efficiently.
Use OPERA PMS to manage reservations, room assignments, guest profiles, billing, folios, and other front desk functions.
Process payments, review guest accounts, and assist with billing questions and corrections.
Assist with group reservations, rooming lists, group blocks, and special billing requests.
Respond to guest inquiries, requests, and concerns in a timely and professional manner.
Assist guests with concierge services, transportation arrangements, dining recommendations, and local attractions.
Support Guest Experience Managers with administrative and operational tasks, including commission payment tracking and processing, AA group block management, daily and weekly sign-in sheets, and transportation scheduling and reporting.
Monitor and follow up on guest requests and outstanding items in the GE Log.
Assist with training and onboarding new Front Desk Agents as needed.
Support service recovery by addressing guest concerns professionally and escalating issues when appropriate.
Assist with night audit operations and work at least two night audit shifts per month.
Maintain accurate records, clear communication, and organized front desk operations.
Collaborate with other hotel departments to ensure a seamless guest experience.
Maintain professionalism, attention to detail, and adherence to luxury hospitality standards.
Perform additional duties as assigned to support Front Office operations.